Nicereply

JUNE 8, 2021

One phrase used with a certain customer may not go down too well with another, and it’s important to remember that every customer is an individual. The phrases you use when talking to customers are crucial for good communication. Don’t hesitate to offer an apology when a customer gets in touch with a problem.

Customer Service 71

Customer Service Calibration Scripts Feedback 71

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Imagine if we time travelled back to 2010.

Customer Experience 71

Customer Experience Self service Surveys Interactive Voice Response 71

CSM Magazine

FEBRUARY 4, 2021

All of that is looking to change later this year, though, and people can’t wait for things to get back to normal. While we begin the transition back towards a world more in line with what we experienced in 2019, it is important to remember that there is a new normal. Remembering How to Function in Real Life.

Personalization 59

Personalization Customer Service 59

Fonolo

JUNE 29, 2021

With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. Call-backs. Like we predicted in our 2021 Contact Center Trends Report , AI is here to stay. This needs to change.

Call Center 91

Call Center Technology Contact Center outsourcing 91

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel.

Best practices 52

Best practices Customer Service Customer retention Morale 52

Fonolo

OCTOBER 20, 2020

The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year. Do you remember back in March when we were all going around saying, “When this is all over…?” And the customer support industry has outdone itself in this regard. Good times. Peter Ryan, Snr.

Contact Center 126

Contact Center Coaching Education Analytics 126

Call Experts

JUNE 24, 2021

Do you need small business tips for getting back to the office? While you’ve likely already done everything you can to prepare yourself and your team for a pandemic – including creating plans, stocking your survival kit, and securing your office space – it can be hard to predict what will come next. .

Education 52

Education Personalization Management Customer Service 52

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

Customer Service 98

Customer Service Chatbots Customer Care B2B 98

Anexa BPO

JULY 7, 2022

COVID-19 had a crippling effect on the industry, effectively shutting it down for more than two years and generating the need to develop new delivery models. In addition to the crisis’ impact in the moment, it also triggered long-term changes in event production and consumption patterns.

outsourcing 52

outsourcing Entertainment Technical Support Education 52

Satrix Solutions

JANUARY 29, 2021

I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize their return on investment. I often call this where the rubber meets the road in customer experience programs.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

JivoChat

AUGUST 10, 2021

As we head into the back half of 2021 and 2022 looms ahead, you’ll see that digital commerce is being pushed to the forefront for both B2B and B2C consumers. The digital commerce definition is the process of purchasing and selling products and services using online channels. Obtaining and retaining customers. M-Commerce.

Customer retention 52

Customer retention B2C Chatbots Self service 52

SharpenCX

APRIL 22, 2021

Angry customers consume the majority of your agents’ time at work. Turns out, 75% of customers believe it takes too long to reach a live agent. And another one-third of customers find phone support the most annoying service channel. These angry customers leave an imprint on you and your agents.

Scripts 128

Scripts Coaching Call Center Accountability 128

aircall

MAY 19, 2021

Yet, all things eventually come to an end. Yet, all things eventually come to an end. As the numbers of people contracting COVID-19 start to drop, travelers are pulling out their credit cards and getting ready to hop back on planes, boats, and trains. This had people asking, will travel season happen this year? So, buckle up!

Government 62

Government Entertainment Call Center Marketing 62

Global Response

DECEMBER 21, 2022

Did you know that a survey of marketing leaders revealed that 81% believe their brands compete mostly or solely on the basis of customer experience? Customer experiences are paramount in the modern consumer experience—so brands that can meet—and exceed—customer expectations have a major leg up against their competitors.

Feedback 62

Feedback Metrics Personalization Customer Experience 62

Ann Michaels and Associates

JANUARY 7, 2021

I can remember back 10 years ago when many retailers were still less than optimistic of creating an eCommerce site for their business. I can remember back 10 years ago when many retailers were still less than optimistic of creating an eCommerce site for their business. Retail stores like Pier1 come to mind.

Consulting 52

Consulting Consulting Sales Marketing 52

The Petrova Experience

MAY 6, 2021

They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged. The gamut runs from “Don’t come in until 2022” to “let’s get back 100% by September.” . How you bring employees back to the office is much more than an HR decision.

Airlines 52

Airlines outsourcing Employee engagement Self service 52

CSM Magazine

JANUARY 28, 2021

Find out how to boost engagement and make working fun for customer service employees. The COVID-19 pandemic changed the way the customer service industry operates forever. In fact, it’s starting to take its toll on those who are used to office environments and thrive on the social aspects of going to work.

Morale 52

Morale Customer Service Personalization Service level 52

Playvox

APRIL 19, 2023

Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. minutes to get back into a good workflow after switching.

Time management 56

Time management Contact Center Management Schedule adherence 56

Fonolo

JUNE 10, 2021

Call center agents are customer service providers 24/7, which means they need to deal with customers with varying moods all day. Due to the nature of their work, it’s common to see call centers struggle with low agent engagement. Call center agents deal with diverse customers from different areas all the time.

Call Center 91

Call Center Interactive Voice Response Gamification Contact Center 91

NobelBiz

JANUARY 8, 2020

It is not easy to de-escalate a conversation with a client, especially as a customer service rep. The last thing you want us to say is that it’s easy. We’re here to tell you the best tried and tested techniques for de-escalations in customer service. If only it were that easy! But you don’t.

Customer Service 52

Customer Service Scripts Call Center Contact Center 52

delighted

NOVEMBER 20, 2020

In the pre-internet days, department, warehouse, discount, big box, and mom-and-pop stores were where consumers would purchase goods for personal use. Retail customer experience was predicated around these physical elements and touchpoints: Are the employees helpful? Does the store carry the products customers are looking for?

Customer Experience 70

Customer Experience Surveys Feedback Customer effort 70

aircall

MAY 26, 2021

During the COVID-19 pandemic, consumers have been even more motivated to buy everything from big items like cars and homes to everyday items like toilet paper from e-commerce sites like Amazon, Target, and Walmart to delivery services like InstaCart and Shipt. Enables you to offer customers relevant choices.

Customer Experience 62

Customer Experience Real estate Sales Surveys 62

The Petrova Experience

DECEMBER 14, 2021

This time, it was for the executive’s massive blunder of firing 900 people via Zoom. A blunder that would never have happened if Better.com had a return to office plan that defined how and when Leadership should use video communications tools in lieu of in-person conversations. It is much more than that. It did not.

Real estate 52

Real estate Journey mapping Employee engagement Personalization 52

JivoChat

MARCH 20, 2022

When learning more about how to start an online store, you will see that it can be simpler than you think, if you plan well and choose the right tools. . According to Statista report , the number of digital buyers worldwide in 2021 was over 2.14 billion, while in 2016 it was 1.66 Decide the Niche You want to Invest In.

Marketing 75

Marketing Sales B2C B2B 75

JivoChat

JULY 14, 2021

If your customers are always calling, you need to work on your level of self-customer service. 77% of people view organizations more positively if the company offers self-service options for customers. What Is Self-Customer Service? Why Is Self-Customer Service Important?

Self service 52

Self service Chatbots B2B Customer centricity 52

Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. The eCommerce market is expected to grow by 11 trillion dollars between 2021-2025. You can’t know the “why” behind a customer’s actions unless you ask them.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

NobelBiz

DECEMBER 17, 2019

Dissatisfied customers and poor customer service can absolutely destroy your business. Well if only it were that simple… Since we’re in the contact center industry, we know firsthand how difficult it is to maintain a consistent customer service team. That’s perfection and it doesn’t happen.

Customer Service 52

Customer Service B2C Contact Center Sales 52

JivoChat

NOVEMBER 24, 2020

17 Roofing Lead Generation Strategies for 2021. It offers your sales team a personalized touchpoint where they can interact with potential customers in real-time as they browse your website. At a glance, you can see who’s visiting, which web pages they view, and which domains they are coming from.

Telemarketing 52

Telemarketing Sales Engineering Advertising 52

Integrity Solutions

MAY 24, 2023

Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. Selling is about helping customers make buying decisions that are in their best interests. It’s likely not a skill issue- it’s a will issue.

Sales 52

Sales Coaching Accountability Personalization 52

JivoChat

NOVEMBER 4, 2021

Do you know what SEM is in Digital Marketing and its importance to help you gain visibility, conquer more leads and boost sales? Many people get confused about this term and its difference from SEO. . It’s important to comprehend each one’s aspects, so you can plan your marketing strategies even better.

Marketing 52

Marketing Engineering Accountability Advertising 52

JivoChat

SEPTEMBER 12, 2021

But, we are here to help you and show that, nowadays, having your domain can be easier than it seems. . It can be the first step to discover new possibilities for your entrepreneurship. . This is one of the most popular platforms when it comes to developing your digital domain, without needing to have design or coding skills. .

Analytics 52

Analytics Engineering Banking Marketing 52

ShepHyken

MAY 14, 2021

This week we feature an article by Ashwini Dave, a digital marketing expert at Acquire , a conversational customer experience software platform. She shares five rules that businesses should follow to create a great customer experience. Drive customers towards self-help. This self-service-led trend is here to stay.

Journey mapping 222

Journey mapping Customer Experience Self service Personalization 222

Integrity Solutions

MAY 23, 2023

Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Only 60% of sales teams and reps hit their annual quotas in recent years, and 69% of sales professionals agree their job is harder now than it was in 2021. Selling has become increasingly competitive.

Sales 92

Sales Coaching Brand ambassadors B2B 92

Outsource Consultants

NOVEMBER 1, 2021

96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this stat probably seems like fear-mongering. And that’s because customer experience is easy during easy times — but what about when things get hard? Want to be terrified?

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

JivoChat

AUGUST 9, 2021

6 Ways to Personalize Customer Service (With Examples). ??Once Once considered a cost center, customer service is shaping up to be one of the most powerful ways brands can ensure sustainable growth, outshine its competitors, and build an army of loyal advocates. Per a recent Ultimate.ai

Personalization 52

Personalization Customer Service B2B SaaS 52

SharpenCX

MAY 16, 2022

Outbound contact centers are often considered synonymous with spammers, but when run ethically and with the right purpose, they can play a critical role in deepening your relationships with your existing customers and connecting with new ones. Inbound contact centers are designed to respond to inquiries initiated by the prospect or customer.

Contact Center 67

Contact Center Scripts Call Center call center software 67